My Virgin Media telephone line has been out of action since 16 December 2009 and I was informed that it would continue to be out of action until at least 13 February. It still wasn't running then. I think it is unacceptable for Virgin to take two months to repair this line. It is also unacceptable that, although it is technically possible to transfer the calls to another number, they insist on charging me. Engineers have repeatedly arranged to come out and then not kept appointments. SH, London

• Yours is by no means the only complaint in the Bachelor & Brignall mailbag about problems with Virgin line installation. However, the company denies there has been a general problem down your street, as one engineer had suggested. It says the cabling to your house had been damaged, which caused the loss of first your residential, then your business line. It blames bad weather for the engineers' delay in fixing this.

The good news is that both your lines are now up and running again and Virgin has agreed a goodwill payment of £102.90 to cover your expenditure and loss of service on the residential line, and an additional £27, which covers the last bill on your business line. You have confirmed you are happy with this.

Can we help? If you've got a problem you would like us to investigate you can contact us by emailing consumer.champions@guardian.co.uk, or writing to Bachelor and Brignall, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number.